Front of House Lead

ORGANIZATION:
Vancouver International Film Festival

DEADLINE:
September 22, 2025

ORGANIZATION DESCRIPTION:
The Greater Vancouver International Film Festival Society is a not-for-profit cultural organization that operates the internationally acclaimed Vancouver International Film Festival (VIFF) and the year-round program at the VIFF Centre. We thank the Musqueam, Squamish and Tsleil-Waututh Nations for their continued stewardship of the unceded and occupied land on which our work takes place.

VIFF is the home of film and film culture in Western Canada. Driven by curatorial excellence, VIFF encourages understanding of the world’s cultures through the art of cinema. We produce screenings, talks and events as a catalyst for a diverse community to discover, discuss and share the creativity and craft of storytelling on screen.

The Greater Vancouver International Film Festival Society is dedicated to accessible employment practices and committed to being an equal-opportunity employer. We value a diverse and inclusive workplace that is reflective of our community and encourage applications from members of communities that have been marginalized based on sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, or status as an Indigenous person. Please feel free to advise us of any accommodation needs.

We believe that film has a unique ability to celebrate the complexity of the human condition and that it is our responsibility to steward that power toward creating meaningful change in our world. When you work at VIFF you are part of a friendly, dedicated team who are passionate about the transformative power of the cinematic experience.

ORGANIZATION WEBSITE:
http://viff.org/volunteer/festival/

VOLUNTEER OPPORTUNITY DESCRIPTION:
The Front of House Team Lead is responsible for ensuring that VIFF volunteers have the support, knowledge, and tools required to succeed in their roles. This position acts as a communication bridge between VIFF Front of House Volunteers and VIFF Front of House staff members, as well as assists with volunteer management and coordination as required. While this is a leadership role, at times this position will be required to assist with front of house duties (ushering, scanning tickets, managing lineups, assisting the box office, working the VIFF Concierge Table, and customer service). The Team Lead reports to the on-duty VIFF Venue Manager.

RESPONSIBILITIES:

Leading the Team

• In collaboration with the Venue Manager, check in the volunteer team on shift, hold pre-shift briefings, assign roles, and perform end of shift check-out and voucher distribution.

• Set the example when performing tasks to model behavior for volunteers.

• Ensure all team members have the tools required to succeed.

• Observe team members and assist with challenges as they occur.

• Communicate successes, challenges, and concerns to the Venue Manager.

Front of House Duties

• Assign ushers to positions as required.

• Ensure ushers are up to date on operational information from the Venue Manager.

• Assist with ushering (help patrons to seats, discourage cell phone use, manage latecomer seating).

Merchandise

• Assign volunteers to the merch table at select venues.

• Support volunteers in counting merchandise, tracking sales, and taking payments.

Scanning

• Assist volunteers with scanner setup and troubleshooting.

• Help patrons with unscannable tickets or passes.

• Assist with scanning when required.

Lineup Management

• Understand and implement different types of lineups.

• Position volunteers as required and assist with line management.

• Have a clear understanding of VIFF "standby lines."

Concierge

• Understand festival operations and venue locations.

• Provide information to patrons regarding the festival.

• Assist patrons with ticket booking and online sales.

• Check in special guests as required.

• Promote VIFF+ to festival members.

• Engage with VIFF festival members.

Accessibility Support

• Volunteers with accessibility training may be assigned specialized tasks (ushering to accessible seating, storing mobility devices, connecting patrons to assistive technology, answering questions on disability-related programming).

Platinum Pass Experience Ambassador (PPEA)

• Work with the Philanthropy Team to assist Platinum Passholders and ensure their festival experience is exceptional.

Customer Service

• Communicate VIFF operational procedures and policies to volunteers and patrons.

• Alert Venue Managers to customer service issues.

• Be friendly, courteous, and welcoming.

QUALIFICATIONS:

• Must be available to attend one of two orientation dates:

  • Saturday, September 27 (in-person) OR Monday, September 29 (in-person).

• Must be 19+ (for venues that serve liquor and for unclassified screenings).

HOW TO APPLY:

• Fill out the online application form: https://www.shiftboard.com/viff/registration_form_4.html

• Email volunteer@viff.org with the subject line FOH TEAM LEAD POSITION VIFF 2025 and include your cover letter.

• A 15-minute phone interview will be scheduled based on the availability in your application.

• Contact: Nate Johnson, volunteer@viff.org